If you received an unauthorized payment (for example, from a hacked account) or a buyer claims he never received his item, our Seller Protection can help you get the full amount of an eligible payment, subject of the claim, chargeback, or reversal and waive the chargeback fee, if applicable. As long as you meet the eligibility requirements, you may be protected. Conditions apply.
For more information on the specific terms of the Seller Protection applying to you, see our User Agreement.
What’s an Eligible Item?
Only physical goods that can be posted and which aren’t prohibited by our policy (which are usually prohibited by law anyway) are covered. You must obtain proof of delivery to be covered under Item Not Received under Seller Protection. You must obtain proof of postage (if you have proof of delivery then you do not need proof of postage) to be covered for Unauthorized Transactions under Seller Protection. You can check that the item is eligible in the 'Transaction Details' in your PayPal account.
Proof of Delivery.
It’s required for Item Not Received under Seller Protection and means the item you shipped can be tracked online. You need online documentation from the postal company that includes all of these details: the date the item was delivered and the recipient's address, showing at least the city/state or postal code (or international equivalent). For high value items, we may also require proof of delivery with a signature. If you have proof of delivery, then you don't need proof of postage in order to be covered for Unauthorized Transactions under Seller Protection.
Items Not Covered.
Seller Protection doesn’t cover the sale of services, intangible items or items that violate our policy. Seller Protection doesn’t cover certain kinds of situations, e.g. if you deliver an item in person.
- To get covered by PayPal’s Seller Protection, your transaction must be marked as eligible in your PayPal account and in the confirmation email.
- You must have shipped the item to the buyer's address provided by PayPal in the transaction details and the payment for the item must have been made in full in one payment from a PayPal account.
- For unauthorized payments, you'll have to provide a proof of shipment, and if your buyer claims he didn’t receive his item, we'll ask you for a proof of delivery.
- Additionally, you must maintain a certain standard of performance to benefit from the seller protection, which includes a low number of complaints and chargebacks in relation to the number of payments you have received.
If an eligible item that you’ve bought online doesn’t arrive, or doesn’t match the seller’s description, PayPal's Buyer Protection may reimburse you for the full amount of the item plus postage. Buyer Protection can cover your eligible online purchases, on eBay or on any other website, when you use PayPal. Conditions apply.
More about Buyer Protection.
For more information on the specific terms of the Buyer Protection applying to you, see our User Agreement.
Purchase of most goods that can be posted and which do not violate PayPal policies. Here are a few examples of situations where an item doesn’t match the seller’s description: You bought a book and got a DVD, you bought a new item but got something that was used, you bought 3 items but only got 2, the item was damaged during delivery, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a fake instead.
What's not Covered?
Items like real estate, motorized vehicles (of any kind), custom made items, industrial machinery (for manufacturing), prepaid or gift cards, anything you buy in person, or items that violate PayPal's policies. You must open a dispute within 180 days or you will not be covered.
- Disputes can be opened for certain, tangible and intangible goods
- Full item cost has to be covered in one payment
- The buyer can open a dispute within 180 days of the date the payment was made
- If the buyer and the seller cannot reach a mutual agreement, the dispute can be escalated to a claim within 20 days after opening the dispute
- Buyers cannot open several disputes for the same payment
If an item doesn’t arrive or doesn't match the description, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs.